Senior Manager Customer Support

Role Overview

As Customer Support Manager, you'll own the day-to-day support experience for our

customers - answering questions, resolving issues, onboarding new businesses, and

turning confused first-time users into confident daily users.

You'll be the first support leader on the ground, so this role is part hands-on support and

part building the function: writing playbooks, defining response standards, and (over

time) hiring and coaching a small team.

Mandatory Language Requirement: English + Tamil (both fluent, spoken and written)

Key Responsibilities

Front-line support

• Respond to customer questions across chat, email, WhatsApp, and in-app support within agreed

response times.

• Diagnose issues (app not syncing, scanning problems, login/account issues, list or supplier

questions) and either resolve them or escalate cleanly to the engineering team with clear

reproduction steps.

• Support customers in English and Tamil, matching the customer's preferred language.

Onboarding & customer success

• Guide newly signed-up businesses through their first setup — creating their shop, adding

products, building their first list, inviting staff.

• Run onboarding calls / screen-shares and follow up with customers who stall during setup.

• Proactively reach out to at-risk or inactive accounts to re-engage them.

Knowledge & process

• Write and maintain help articles, FAQs, and short how-to guides for customers.

• Capture recurring issues and feature requests, and feed them back to the product team with

data.

• Build the support playbook: canned responses, escalation paths, SLAs, and quality standards.

Team building (as we grow)

• Help hire, train, and coach additional support agents.

• Set up shift coverage aligned to UK business hours.

• Report on support metrics (response time, resolution time, CSAT, onboarding completion).

What Success Looks Like (first 6 months)

• Month 1: Fully ramped on the product; independently resolving the majority of incoming tickets.

• Month 3: Response and resolution times consistently within SLA; a working knowledge base of

the top 20 customer issues.

• Month 6: A documented support playbook, measurable improvement in onboarding completion

rate, and a plan (or first hire) for scaling the team.

Required Qualifications & Skills

• 3–5+ years in customer support, customer success, or account management — ideally at a SaaS,

tech, or app-based company.

• Fluent in English and Tamil — able to write clearly and speak confidently with customers in both.

• Proven track record of resolving customer issues with patience and empathy, especially with

non-technical users.

• Strong written communication — clear, friendly, jargon-free.

• Comfortable learning software deeply and explaining it simply.

• Well-organised and self-directed — able to prioritise a busy queue without hand-holding.

• Willing to work hours that overlap with UK business hours (customers are UK-based).

Nice-to-have

• Experience supporting a mobile app (iOS/Android) and a web product.

• Familiarity with support tools (e.g. Crisp, Intercom, Zendesk, Freshdesk) and CRM/ticketing

systems.

• Experience with retail, hospitality, or SMB/independent-business customers.

• Experience setting up or scaling a support function from scratch.

• Additional South Indian languages (Telugu, Kannada, Malayalam) a plus.